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French Satellite TV, French Internet and Telephone
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 04/05/2008, 7:32
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Jane and Danny
Joined on 23/08/2004
near Cahors, 46
Posts 705
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Re: Lettre recommandé avec acuse REFUSED
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Don't speak too soon Ernie - its good that you have had no problems but they are not immune to giving the occasional crap customer service too.
Martin, I await the next chapter... possibly about the non return of the modem you don't have...Sorry - putting ideas into their heads?
Danny
specialist flute repair
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04/05/2008, 8:24
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Martinwatkins
Joined on 23/08/2004
W Devon/NE Perigord
Posts 886
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Re: Lettre recommandé avec acuse REFUSED
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Blimey I hadn't thought of that.
Mind you in the draft paperwork Alice have already tried to up the price from €34.95 to €39.95. At least I can - and have - rung them for nothing to check, AND their site is a damned site easier to negotiate, with clear prices displayed for the telephone illimité special numbers (for example).
And I do think Vanessa Hessler is gorgeous, she turned up on TF1 on a Saturday night show a few months ago, I only caught the end but I was in raptures. She's trilingual as well as beautiful.
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04/05/2008, 12:24
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Jay
Joined on 26/09/2007
Posts 57
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Re: Lettre recommandé avec acuse REFUSED
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I have been with Tiscali, now Alice, for years and a few month ago went for their 34.95, free telephone calls, no line rental option. Not had any problems at all and what a pleasure not to have those bi-monthly bills from FT.
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04/05/2008, 16:32
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Martinwatkins
Joined on 23/08/2004
W Devon/NE Perigord
Posts 886
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Re: Lettre recommandé avec acuse REFUSED
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Not an option (at least for us) here in our village where all ADSL is subject to significant periods of "outage", regardless of provider. Friends who did had to go out and buy a mobile phone pronto.
But great if you can of course. But I would always advise that people go for degroupage partiel to start with and only dump FT if and when they're CERTAIN that the ADSL is totally reliable.
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05/05/2008, 13:13
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tracteurtom
Joined on 09/01/2007
19 Correze
Posts 323
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Re: Lettre recommandé avec acuse REFUSED
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Martin, May I ask what your problems were with CI ?
I use them, and have no complaints so far. I used AOL for a while but got fed up with the crap service and moved to CI after a battle with wanadoo. Since CI merger with Neuf and AOL they must be one of the biggest ISPs in France ? Maybe thats my complaint with CI, they now own dog poo AOL !!!
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05/05/2008, 14:12
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Martinwatkins
Joined on 23/08/2004
W Devon/NE Perigord
Posts 886
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Re: Lettre recommandé avec acuse REFUSED
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Well, my main problem is the cost of the customer service line; in our case last year we had long and frequent outages, I reported these twice (at a personal cost of €18 for two phone calls) and then gave up and lived with the problem. It seems to me totally unsatisfactory that there is no way of reporting defficiencies except via a phone call that costs €0.34 per minute and entails calls that last over 25 minutes while they faff around getting one to perform tests on the box that have no effect whatsoever.
They then (as a result of the merger) announced that - even though I was past the one year engagement - I was to be put on a new contract (which meant I would be tied to them for a minimum of another year) AND gave me the wrong (too high) price for this contract. When I queried this (on the premium rate number) they said they couldn't possibly personalise the announcement (which came via email) to all their customers. This just strikes me as lazy - they could have put an asterisk by the price and said that those who own their own boxes (as I do) would pay the current rather than the increased price.
In other words they now want to tie me back in to an identical contract to that which I already have, with no new incentives, and still with the premium rate customer service number, for another whole year.
I'm going to Alice where although I will pay more (because of the fact I won't have purchased my box) I will at least be able to pester them if the ADSL doesn't work, without pushing my phone bill up. I suppose it's dread of having to ring CI and the fact they want to take me prisoner again for no advantage to me that makes me determined to escape their clutches.
And of course a company that doensn't even know what its own resiliation address is must be a bit dodgy!
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05/05/2008, 14:37
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lebois
Joined on 25/09/2007
Perigord
Posts 104
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Re: Lettre recommandé avec acuse REFUSED
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 Martinwatkins wrote: | Well, my main problem is the cost of the customer service line; in our case last year we had long and frequent outages, I reported these twice (at a personal cost of €18 for two phone calls) and then gave up and lived with the problem. It seems to me totally unsatisfactory that there is no way of reporting defficiencies except via a phone call that costs €0.34 per minute and entails calls that last over 25 minutes while they faff around getting one to perform tests on the box that have no effect whatsoever.
They then (as a result of the merger) announced that - even though I was past the one year engagement - I was to be put on a new contract (which meant I would be tied to them for a minimum of another year) AND gave me the wrong (too high) price for this contract. When I queried this (on the premium rate number) they said they couldn't possibly personalise the announcement (which came via email) to all their customers. This just strikes me as lazy - they could have put an asterisk by the price and said that those who own their own boxes (as I do) would pay the current rather than the increased price.
In other words they now want to tie me back in to an identical contract to that which I already have, with no new incentives, and still with the premium rate customer service number, for another whole year.
I'm going to Alice where although I will pay more (because of the fact I won't have purchased my box) I will at least be able to pester them if the ADSL doesn't work, without pushing my phone bill up. I suppose it's dread of having to ring CI and the fact they want to take me prisoner again for no advantage to me that makes me determined to escape their clutches.
And of course a company that doensn't even know what its own resiliation address is must be a bit dodgy!
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Hi Martin,
Almost the same story as yours here, we also put up with the poor service but now have decided to jumped ship.
After we called the service line for a new ADSL modem as ours was not working. CI told us they couldn't help us because our computer 'windows' was set up in English. After being instructed to got to a local factor and having it changed in to French, the service helper refused to send out a new modem without going through a check list at our expence.... We decided it was time to change. The new company ADSL modem works perfectly (same IP adress so our PC was fine).
Our contract was extended without our agreement aswell, so we are on the same trail as this thread, how to get out.....
Regards
French Health Issues Website
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05/05/2008, 14:51
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Martinwatkins
Joined on 23/08/2004
W Devon/NE Perigord
Posts 886
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Re: Lettre recommandé avec acuse REFUSED
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re the VOIP only degroupage totale with Neuf - yes this was also at the back of my mind; however Club Internet do NOT insist on degroupage totale so we have been getting free calls to the UK via their VOIP, whilst retaining the use of our FT line when the ADSL goes down; I was a bit concerned however that once it becomes all NEUF they might try to force me to go totale, which would be particularly difficult if one had just found oneself bounced into another year's contract.
re resiliation - well OK I'm not out yet but it was a quick phone call to CI to ask for resiliation, they told me I didn't have to write, they sent an email within 48 hours confirming the resiliation and the date so I'm hoping that will be it.
I will of course keep you posted.
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05/05/2008, 16:34
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tracteurtom
Joined on 09/01/2007
19 Correze
Posts 323
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Re: Lettre recommandé avec acuse REFUSED
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Ha yes, the 0.34 c / min Customer Service line. Thats one of the reasons I ditched AOL, along with the intermittant service and of course that browser that AOL insist on you using.. I didn't know Alice was free (so to speak !). Thanks for the info.
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France Forum » Living » French Satellit... » Lettre recommandé avec acuse REFUSED
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